The posting
The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting the partnering with a team of Technical Engineers working on Verint product suite and delivering technical and application related services to a dedicated customer account in the banking industry. The ASDM will serve as a customer-aligned resource responsible for supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for the assigned customer.
Principal Duties and Essential Responsibilities:
- Partnering with the Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and help ensure account metrics are achieved.
- Manage tasks to ensure all tasks are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
- Drive Customer Success with the Managed Services Programs and Verint Solutions through proactive engagement, operational execution, and continuous service optimization.
- Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
- Serve as a dedicated customer resource responsible for coordinating service requests, tracking operational deliverables and ensuring adherence to agreed service commitments.
- Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
- Identify opportunities for process improvement and make constructive suggestions for change; Attend regular meetings to discuss current status of operations and drive initiatives.
- Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
- Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
- Utilize Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking.
- Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
- Support administration and configuration of Verint Financial Compliance (Verba) solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
- Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
- Interface with Product House; keep up to date on new products and technologies and escalate issues per process.
- Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.
Requirements
- Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience.
- Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking.
- Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions
- Ability to thrive in a fast-paced, dynamic work environment
- Strong written and verbal communication skills
- Ability to manage tasks accordingly to set priorities, multi-task, and meet deadlines.
- Ability to work outside of local business hours and on weekends as shift assignment or account needs require.
- Ability to identify, troubleshoot, and assist in the resolve technical issues in a timely manner
- Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.
Preferred Requirements:
- Knowledge of Verint Financial Compliance (Verba)
- Knowledge of distributed web applications and architecture, Database Administration, CRM package, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, Azure.
- Customer service experience supporting large global Enterprise Customers
- Experience serving as a dedicated customer-facing resource supporting managed service operations and service delivery activities.
- Experience coordinating operational activities across technical, support, and customer stakeholder teams.
- Demonstrated ability to build trusted relationships with customer stakeholders while delivering against service commitments.
Benefits
You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:
- Global team recognized for their passion and innovation
- Innovative product culture and project exposure
- Training and development from industry-leading experts
- Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more
- We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Base salary will be starting at $82,000.
Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!
Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.
We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [email protected]. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.
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